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Process to Profitability

Feb 14, 2019

Today I’m talking about how customer service is queen with Catherine Hildner. We have a great conversation about why customer service is important, what it looks like in our businesses, and how we can set everything up to be really customer focused. Catherine talks about her experience with both good and bad clients and how she has evolved her customer service over time. We also talk about how you create a one-of-a-kind experience without spending a lot of money. I suggest you go check out the Customer Service 101 Hack Sheet she references at the end of the episode – there will be a link to that in the show notes.

Catherine Hildner is the creator, designer and heart and soul behind Kitty Meow: A Creative Boutique. At Kitty Meow you can shop beautifully designed paper goodies based on your mood, witty or sweet. Whether you're looking for something witty and even a little rude, or prefer sweet sentiments, she's got you. Catherine is also a wife, mother, anchor-loving philanthropist, and Customer Service Queen.

Topics Discussed:

  • The most important parts of having good customer service
  • How you can set up your business to serve your customers well
  • Owning up to your mistakes and celebrating your wins
  • Saying no to potential clients who aren’t a good fit
  • Breaking up with a bad client
  • How you can create a one-of-a-kind experience without spending a lot of money
  • Customer service when you have employees or contractors working for your business

Action Steps:

  1. Create a set of systems and processes for on-boarding customers
  2. Find thoughtful details to include in your customer service
  3. Own up to your mistakes with your customers

Connect with Catherine: